Remote Call Center Manager Jobs in High Point, NC

Position Title: TSR

Location: Remote work from home

Department: Fundraising Operations

Reports To: Center Manager and Coach

Position Overview:

As a Telephone Sales Representative (TSR), you will be responsible for making outbound fundraising calls to potential donors, engaging in conversations, and soliciting pledges for client projects. FLS is a performance-driven environment with daily goals for each project. This is a work-from-home position that requires a quiet, distraction-free workspace and the use of your computer, USB headset, web camera, and wired internet connection (no Wi-Fi).

Core Values:

• Excellence: We believe in quality results delivered by investing in our people.
• Freedom: We encourage exploration, experimentation, agility, and responsiveness.
• Respect: We believe in trust, empathy, and empowering our employees.
• Teamwork: We embrace diversity, inclusion, and the power of collaboration.
• Transparency: We value open communication and clear decision-making.
• Accountability: We emphasize personal responsibility as the foundation of success.

Compensation and Benefits:

• Paid Training (weeks 1-3 ) at $11 per hour (or state minimum wage, whichever is higher)
• The base wage is $16 per hour after completing 3 weeks of training, with a bonus potential of earning up to $20 per hour.
• A retention bonus
  • $ 250 is available after 4 weeks, based on active status in good standing, and performance (work 80 hours in the pay period and above $20 RPH)
  • $ 500 is available after 7 weeks, based on active status in good standing and performance (full-time working at least 64 hours in the pay period)
• Referral bonus program.
• Benefits for full-time employees include paid time off, Retirement with matching, Health with Health Savings Account, Dental, Vision, Life, and Disability insurance.

Duties and Responsibilities:

• Make outbound fundraising calls to solicit pledges for client projects.
• Follow provided and client-approved messaging on every call.
• Utilize fundraising call structure, appropriate political reasons, and transition phrases as required.
• Use responsive listening to provide appropriate situational responses.
• Meet and maintain project goals and efficiency metrics.
  • Occupancy ratio of 85%. (Occupancy = Logged Hours / Payroll Hours.)
  • 95% on-time (start of shift and back from breaks and lunch).
  • 95% shift adherence/absenteeism.
• Demonstrate exceptional customer service and react quickly to the person being called.
• Accept coaching and counseling with a positive attitude.
• Maintain a professional appearance and behavior.
• Stay focused on the current project and prepare for each call.
• Perform other duties as assigned.

Requirements:

• Must be at least 18 years of age at the time of employment.
• Must work full-time day shift Monday - Friday. Additional shifts may be required during the peak busy season.
• Must work in the continental United States.
• Must own your computer (that meets system requirements), USB headset, web camera, and wired internet connection (no Wi-Fi).
• Must have a quiet, uninterrupted, undistracted workspace to ensure professional interactions with clients. It is a vital requirement and policy to ensure we provide our client(s) with the most professional experience when speaking with their clients/members, as outlined in our contracts.
• Must pass a background check.
• Identity, Voice, and Appearance Integrity.To maintain transparency, security, and professionalism while conducting company business:
• The use ofidentity masking or anonymization technology is strictly prohibited. This includes, but is not limited to:
  • Virtual Private Networks (VPNs) not expressly approved by the company
  • IP spoofing or location masking tools
  • Anonymizers, proxies, or similar services designed to conceal identity or location

• Employees are alsoprohibited from using any tools that alter, disguise, or modify their voice or appearance while conducting company business, including:
  • Voice changers or voice modulation software
  • Accent changers or speech alteration tools
  • Filters, avatars, overlays, or visual effects that mask or alter facial features on camera
  • Any technology used to misrepresent an employee's natural voice or physical appearance during Zoom sessions, phone calls, or other work related communications

All employees must present themselves authentically during training, video meetings, and phone calls. The use of prohibited masking or modification tools may result in immediate disciplinary action, up to and including termination.

Physical Qualifications:

1. Communication Skills: Clear and effective verbal communication is essential for telephone fundraisers. They should be able to articulate their message clearly, actively listen to donors, and respond appropriately.

1. Voice Clarity and Tone: Telephone fundraisers should have a pleasant and engaging voice with good pronunciation and diction. A clear and confident speaking voice helps establish rapport with potential donors.

1. Stamina: Telephone fundraisers spend long hours on the phone, making numerous calls throughout their shifts. They should have the physical stamina to maintain energy and enthusiasm during extended periods of talking.

1. Sitting or Standing: Telephone fundraisers typically work on computers with headsets attached, where they are seated for most of their shifts. However, some employees may invest in standing workstations where they would be allowed limited movement during calls.

1. Manual Dexterity: Basic computer skills are often required for data entry and managing donor information. Telephone fundraisers should be comfortable using a computer, typing quickly, and navigating various software or database systems.

1. Hearing and Listening Abilities: Good hearing and active listening skills are critical for telephone fundraisers to understand donor responses, detect nuances in conversations, and respond appropriately.

1. Vision Abilities: The primary duty of this position is to read and comprehend scripts displayed on a computer monitor without difficulty. Strong reading comprehension and the ability to quickly process and understand written material displayed on a computer monitor.

1. Multitasking: Telephone fundraisers often have to manage multiple tasks simultaneously, such as entering data while conversing with donors. They should be comfortable with multitasking and maintaining focus on both the conversation and data management.

1. Emotional Resilience: Fundraising can sometimes be challenging, as fundraisers may encounter rejection or negative responses. Emotional resilience is important to maintain a positive attitude and handle potential setbacks.

Non-Essential Functions:

From time to time, the telephone fundraiser may be required to perform additional duties as assigned by the Center Manager.

Education and Experience:

• A high school diploma and/or some college education is a plus.
• Minimum of 1 year of outbound sales, outbound fundraising, or outbound collections experience.

Monitoring and Taping:Please note that all calls made by the telephone fundraisers will be monitored and recorded for quality and training purposes.

FLS Connect is an equal opportunity employer and is committed to building a diverse workforce. FLS Connect participates in the Work Opportunity Tax Credit (WOTC) program, a federal tax credit that helps employers hire individuals from targeted groups who face barriers to employment. Completing the WOTC questions in the application helps identify potential eligibility for this program. Your help in answering these questions supports our efforts to boost diversity and facilitate access to good jobs for all American workers. Providing this additional information is completely voluntary and will not affect employment.